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All Journal Jurnal Manajemen dan Agribisnis Jurnal Agribisnis Indonesia (Journal of Indonesian Agribusiness) Forum Agribisnis AGRARIS: Journal of Agribusiness and Rural Development Research Al-Muzara'ah BHUMI: Jurnal Agraria dan Pertanahan Industrial Research Workshop and National Seminar
Anisa Dwi Utami
Departemen Agribisnis, Fakultas Ekonomi Dan Manajemen, Institut Pertanian Bogor
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mechanical Engineering Social Sciences Other

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Journal : Al-Muzara'ah

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Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis Reza Fathurrahman; Zaenal Abidin; Anisa Dwi Utami
AL-MUZARA'AH Vol. 9 No. 1 (2021): AL-MUZARA'AH (June 2021)
Publisher : Department of Islamic Economics, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jam.9.1.99-107

Abstract

Measurement of public service satisfaction with government services serves as a valuable reflecting point for public officials to improve the public service quality. Pilgrimage to Mecca and Medina in Saudi Arabia is considered as a national duty and government responsibility in countries with a significant number of Muslim citizens. This article analyzes primary data from the 2019 national public service satisfaction survey on hajj-related services within Indonesian territory collected by the Ministry of Religious Affairs to examine variation across demographic backgrounds. 1,491 respondents participated in the survey representing individual appraisals toward various services during departure and returning phases. The main focus of investigation are the six selected service dimensions, namely, 1) Individual capability, 2) Ease of access to information, 3) Service procedures, 4) Speed of service, 5) Facilities and infrastructure, and 6) Cost-related perception. The results of regression analysis support diverse roles of demographic variables in explaining variance in public service satisfaction feedback. The empirical findings suggest that people with a higher-level education are more likely to experience less satisfaction. Meanwhile, females are likely to perceive higher satisfaction with the provided services than the males.
Co-Authors ., Harianto Alfira Yanamisra Anna Fariyanti Didin Saefudin Dina Nurdinawati, Dina Hepi Ludiyati Krisnamurthi, Bayu Mohamad Shohibuddin Netti Tinaprilla Putri, Tursina Andita Reza Fathurrahman Rina Nadlrotul Musilah Suprehatin Suprehatin Zaenal Abidin